We are committed to providing all our clients with an efficient, high-quality service and fair, transparent billing. However, if you are dissatisfied with any aspect of our service or our fees, we aim to address your concerns promptly and effectively to reach a mutually acceptable resolution.
 

How We Handle Complaints
 

1. Submitting Your Complaint
Please submit the details of your complaint in writing to our principal solicitor, Ms Hoi Leung. We will acknowledge receipt of your complaint in writing within five working days, at which point we may ask you to confirm or clarify the details of your concerns.
 

2. Investigation Process
Upon receipt, your complaint will be formally recorded in our Complaints Register. We will then conduct a thorough and objective investigation into the issues raised.
 

3. Review and Resolution
Following a comprehensive review of your file, your provided information, and input from the relevant fee earner, we will contact you via telephone or in writing with the aim of resolving the matter. In some instances, we may invite you to a meeting to discuss your concerns directly. While we have eight weeks to provide a final written response to your complaint, we strive to resolve all issues as swiftly as possible.
 

4. The Legal Ombudsman
If you remain dissatisfied with our final response or our handling of your complaint, you have the right to refer the matter to the Legal Ombudsman, the independent body responsible for resolving complaints against legal professionals. You must normally refer your complaint to the Legal Ombudsman within six months of receiving our final written response.

Contact Details for the Legal Ombudsman:

• Address: PO Box 6167, Slough, SL1 0EH

• Telephone: 0300 555 0333 (or +44 121 245 3050 from overseas)

• Email: enquiries@legalombudsman.org.uk